FAQ

1. Why haven't I received any order information after placing my order?

After successful order placement, the system will automatically send an order confirmation email.

Due to frequent email sending, the email may be categorized as spam. Please check your spam folder first.

If you still haven't received any email, please contact our customer service:

Telegram1: +86 155 8016 2830

Email: jr-vape@jr-vape.com

2. Why can't I track my order using the tracking number in the email?

After we ship your order, our system will simultaneously send you the tracking website and tracking number. However, the logistics system needs 1-3 days to update.

It's normal that you can't track your order before the update; please wait patiently.

If you have any questions, please feel free to contact our online customer service.

3. Why hasn't my tracking information updated for 3-4 days?

Short delays in cross-border logistics are normal. Possible reasons include:

The international segment of transport (by plane/truck) may not update in real time at intermediate stops.

Customs clearance queues typically take 2-5 days.

Local distribution centers may be overwhelmed (common in countries like the Netherlands, Germany, and Poland during peak seasons).

The logistics provider may update information infrequently, only synchronizing it upon arrival at the next destination.

Please rest assured, your package is still in transit.

4. When will my order arrive?

Normal transit time is 6-15 business days.

Due to uncontrollable factors such as flights, customs clearance, and local delivery, there may be fluctuations. We appreciate your understanding.

5. Where was my package shipped from?

All packages are shipped directly from China by default.

For large wholesale orders, we may arrange shipment from a European warehouse (depending on inventory).

6. Why did I pay more than the order amount?

This is because cross-border credit card payments incur the following:

Bank exchange rate difference (exchange loss)

Cross-border payment fees (charged by some card issuers)

These fees are charged directly to the cardholder by the bank and are unrelated to the merchant.

7. Why did my credit card payment fail?

The success rate of cross-border credit card payments is inherently low and is not necessarily a problem with your card or the merchant.

If you experience multiple failures, we can recommend the most successful local payment method. Please contact customer service for assistance.

8. Why can't I track the package using the tracking number provided by the merchant?

Cross-border parcels undergo a two-stage logistics process. The inability to track the package usually has the following reasons:

First stage (International stage): China → Your country

The system has not yet been updated at the initial stage of shipment.

The package is still in international transit.

→ This results in temporary inability to track the package.

Second stage (Local delivery): After entering your country, the local courier number is changed.

The local courier will generate a new tracking number.

The local courier only recognizes the new number, therefore the international segment number cannot be tracked.

Please rest assured, this is the normal process for cross-border parcels. We will notify you as soon as the logistics are synchronized. 9. Why hasn't my order shipped yet?

Due to the large number of brands and flavors, we cannot guarantee that all flavors will be in stock at all times. However, approximately 70% of flavors are in stock.

If the flavor you selected is temporarily out of stock, we will notify you immediately and provide alternative solutions or other solutions.